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Note: From May 27, 2025, the HP Print and Scan Doctor will no longer be available (retired) and HP will not release any further app updates. You can learn more by clicking here Replacement for Print and Scan Doctor.
Common problems HP Solution Center not working : Adobe Flash Player Error and Unable to scan
We would like to share some of the most frequently asked questions about HP Solution Center not working : Adobe Flash Player Error and Unable to Scan.
HP Recommended
HP LaserJet Pro MFP M26nw
Microsoft Windows 10 (64-bit)

Scanner is not working all of a sudden. There is no issue with any printing functions but when I go to scan using the HP Smart app, the printer scans but then I get a message stating that "The device could not be reached" I have installed and reinstalled every tool available including the full software, but cannot fix the problem. Removed and re-installed printer and still getting the same message. 

26 REPLIES 26
HP Recommended

@OKICCHARLIE

 

Welcome to the HP support community.

 

I understand that you are getting a scanner connection error, follow these steps to fix the issue.

 

Windows Image Acquisition (WIA) is a Windows service that helps communication between the computer and scanners. If WIA is not activated, scan jobs can fail.

  • 1. In Windows, search for and open View local services.

  • 2. In the Services window, scroll down the list and find Windows Image Acquisition (WIA) .

  • 3. Look at the Status and Startup Type values.

    • If the status is Started or Running and the Startup Type is Automatic, WIA is running correctly. Skip to the next step.

      Making sure WIA Status is Running and Startup Type is Automatic

    • If the status is Disabled or no status displays, right-click Windows Image Acquisition (WIA), click Properties, click the General tab, select Automatic from the Startup type dropdown menu, and then click Start.

      If the Start button is grayed out, go back to the Services menu, make sure Remote Procedure Call, Shell Hardware Detection, RPC Endpoint Mapper, and DCOM Server Process Launcher are running and set as Automatic, and then start WIA.

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

Sandytechy20
I am an HP Employee

HP Recommended

I've tried this and it's still not working.

HP Recommended

Hi OKICHARLIE

Have you had any success yet?

HP Recommended

HI i have same issue and my model is MFP M177fw , also not working after follow the steps

HP Recommended

HP LaserJet Pro CM1415 still does not work after this. 

HP Recommended

@GGAN,@Choctawcharlie6 Welcome to the HP Support Community!

 

I understand you are not able to scan.

 

Try making a standalone copy from the flatbed glass and check if that works. By this, we can conclude if this is a hardware or a driver issue.

 

Use the HP Scan Extended app to scan and check if that helps.

You can Download-Save-Install > HP Scan Extended  

Hope this helps! Keep me posted. 

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

KUMAR0307
I am an HP Employee

HP Recommended

HI I try to scan with scanner glasses and the printer itself is scanning and running , but end up it  will still pop out the msg " device could not be reach " , and I am able to print so confirmed is not wifi connection problem . 

HP Recommended

I have the same issue, pointed out in another thread. Now, is HP aware of this software issue? Let us know! The scanner is working well with other third party apps, but clearly HP Smart should be fully supported by our HP printers. This is also very annoying on mobile devices where you might not have alternatives like on computer OSes.

HP Recommended

@Mazza13

 

Welcome to the HP support community.

 

Provide the printer model number or the product number for more assistance.

Here is the link to find the product number:- Click here

Could you elaborate on the issue you are facing with the printer?

Sandytechy20
I am an HP Employee

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